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1 <br />2 <br />3 <br />4 <br />5 <br />6 <br />7 <br />8 <br />9 <br />10 <br />11 <br />12 <br />13 <br />14 <br />15 <br />16 <br />17 <br />18 <br />19 <br />20 <br />21 <br />22 <br />23 <br />24 <br />25 <br />26 <br />27 <br />28 <br />system of follow- through shall be instituted which adheres to formal plans for <br />specific actions and response to complaints within two (2) business days. <br />12.4 CONTRACTOR shall provide, in a format approved by ADMINISTRATOR, <br />information pertaining to complaints, as well as CONTRACTOR's response to any <br />complaints to ADMINISTRATOR, as described above, within ten (10) business days <br />of the complaint. <br />12.5 CONTRACTOR shall include a summary of all complaints received in <br />the Monthly Status Reports submitted to COUNTY per Subparagraph 8.4 above, <br />13. HOURS OF OPERATION <br />At a minimum, CONTRACTOR shall maintain business hours of Monday through <br />Friday from the hours of 8:00 a.m. to 5:00 p.m. (COUNTY holidays excluded) as <br />well as scheduled evening and weekend hours to best meet the needs of <br />participants and their families. See Subparagraph 19.3.1 of this Agreement for <br />a list of COUNTY holidays. <br />14. BUDGET FOR PROVISION OF VTR AND WEX <br />14.1 The budget for services provided pursuant to Exhibit A of this <br />Agreement shall span sixteen (16) months and is set forth as follows: <br />Budget Period March 7, 2012 - June 30, 2012 <br />Line Items <br />Salaries and Benefits <br />Workforce Specialist II <br />Workforce Specialist II <br />Fiscal Specialist <br />Sr. Accounting Assistant <br />Subtotal Salaries <br />Benefits (25.4 %) <br />Subtotal Salaries and Benefits (1)(2) <br />Operations <br />Communications <br />User Fee <br />Office Supplies <br />Indirect Costs <br />NAMHA11) 11 of 18 <br />all _:S& <br />Maximum <br />Hourly Rate FTE Budget <br />$29.63 <br />1.00 <br />$20,543 <br />$29.99 <br />1.00 <br />$20,793 <br />$36.59 <br />0.03 <br />$761 <br />$27.37 <br />0.05 <br />$949 <br />$43,046 <br />$14,652 <br />$57,698 <br />$740 <br />$4,703 <br />$425 <br />mn nnn <br />(December 22, 2011) <br />